£50 Cashback Email?

HiI signed up for an account at the start of January when the deal included £50 cashback. My phone and broadband were activated 12 days ago but I haven't received the email yet about how to claim the cashback cheque.Can you look into this for me please?Thanks

Re: £50 Cashback Email?

I can indeed. I've had a word with one of our Marketing guys, they've added your email to the re-send list. As it goes through a third party cashback company, it might take up to seven days for it to reach you. Sorry for the delay!

Re: £50 Cashback Email?

HiI signed up for an account at the start of January when the deal included £50 cashback. My phone and broadband were activated 12 days ago but I haven't received the email yet about how to claim the cashback cheque.Can you look into this for me please?Thanks

This is all too common. The same happened with me. Plusnet entice people in with the promise of cash-back....then wait and wait

Re: £50 Cashback Email?

I can indeed. I've had a word with one of our Marketing guys, they've added your email to the re-send list. As it goes through a third party cashback company, it might take up to seven days for it to reach you. Sorry for the delay!

Seven days and no email - not in my spam either. It's been almost a month since my broadband went active. Can you confirm how I can escalate this please? If I don't receive the £50 next week, I will be extremely unhappy. Especially as my experience of Plusnet started off with me staying in all day for an engineer who didn't turn up due to a fault with your system which your live chat team told me they were aware of - so there was no point in complaining formally, they basically told me.

Re: £50 Cashback Email?

The procedure for raising a formal complaint is set out in the Complaints Code of Practice. Note that the response time for a complaint ticket is 7 days.It will be Monday now before the forum team are here again, to respond to this topic. It's entirely your choice but giving them a chance to pick up this topic before raising a complaint might provide a faster response.